Customer Relationship Management and Service Excellence Specialist
3 days ago
About ORNAZ
ORNAZ is a leading fine jewellery brand specializing in diamond engagement rings. With a strong online presence and consistent revenue growth, the company serves a wide base of customers across India, delivering quality craftsmanship and personalized experiences.
About the Role
We are seeking a Customer Relationship Manager to manage customer interactions and ensure an outstanding customer experience at every touchpoint. The role involves handling inquiries, resolving concerns, coordinating orders, and maintaining long-term customer relationships. This position is ideal for someone who thrives on delivering exceptional service and building customer loyalty.
Key Responsibilities:
- Customer Support
- Respond promptly to customer inquiries via phone, email, chat, and social media.
- Assist customers with product information, order status updates, and customization options.
- Order Management
- Coordinate with internal teams to ensure timely order processing, production, and delivery.
- Keep customers informed of order status, tracking, and any potential delays.
- Post-Sales Engagement
- Follow up with customers post-delivery to ensure satisfaction and gather feedback.
- Address any product concerns or issues, ensuring swift and effective resolution.
- Provide guidance on jewellery care and warranty services.
- Relationship Building
- Build and maintain strong, long-term relationships with customers to encourage repeat business and referrals.
- Develop a deep understanding of customers' preferences to offer personalized recommendations.
- Customer Feedback & Insights
- Collect and analyze customer feedback to identify areas for improvement in service and products.
- Provide insights to the marketing and product teams to enhance the customer experience.
- CRM Management
- Maintain accurate customer records and interactions using CRM tools.
- Track communication history to ensure personalized service and follow-ups.
- Sales Support
- Support the sales team by nurturing leads and assisting with customer follow-ups.
- Assist in upselling and cross-selling products to existing customers.
Requirements
To succeed in this role, you will need:
- A Bachelor's degree in Business, Communication, or a related field.
- 1-3 years of experience in customer service, relationship management, or a similar role.
- Excellent communication skills (written and verbal) in English.
- Strong problem-solving skills and the ability to handle customer concerns empathetically.
- Proficiency in MS Office (Word, Excel) and CRM tools.
- Ability to manage multiple tasks and prioritize effectively.
Location and Salary
This full-time role is based in Gurugram, Haryana. The estimated salary range for this position is ₹3.0 LPA to ₹4.5 LPA CTC.
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